Velocity/Scale Customer Success Engineer
Logz.io
This job is no longer accepting applications
See open jobs at Logz.io.See open jobs similar to "Velocity/Scale Customer Success Engineer" General Catalyst.Customer Service, Sales & Business Development
Boston, MA, USA
Posted 6+ months ago
Logz.io helps cloud-native businesses monitor and secure their environment. Our Open 360™ Platform turns observability from a high-cost, low-value burden to a high-value, cost-efficient enabler of better business outcomes by combining and extending familiar, powerful and relevant Open Source capabilities across Logs, Metrics and Traces – complemented by security monitoring in the form of cloud-based SIEM.
Now developers and engineers can employ an end-to-end, cloud-native observability stack built on scalable and easy-to-use Open Source using a single UI and unified agent – at a cost that anyone can afford. Our customers unlock proactive troubleshooting, faster product delivery and a fully supported SaaS observability platform, all while compounding efficiencies in time and cost.
Let’s make machine data meaningful, together! Logz.io provides the world’s most popular open-source log analysis (ELK), infrastructure monitoring (Prometheus / Grafana), and distributed tracing (Jaeger) platform, as a simple, fast, secure and scalable service on the cloud.
The Customer Success Engineer is a key member of the Post Sales organization aligning our observability technologies with the needs of our customers. We are customer obsessed, work hard and have a team culture that is both entrepreneurial, professional and fun. This is a technical customer management role in which you will own the long-term relationship with our top logos.
Key Responsibilities:
- Ensure proper onboarding for new long-tail customers so they have a seamless experience getting started with Logz.io.
- Execute POCs and identify opportunities for upselling or cross-selling additional products or services to long-tail customers, driving incremental revenue growth.
- Monitor customer adoption and usage patterns, proactively identifying any barriers to adoption and implementing strategies to address them
- Serve as the primary point of contact for long-tail customers as their needs arise on an ad-hoc basis
- Work with Long-Tail Account Managers to develop and execute retention strategies to reduce churn, increase customer loyalty, and ensure renewals
Customer Journey:
- Develop comprehensive, accessible, self-service resources such as knowledge bases, FAQs, and video tutorials that address common customer inquiries and issues.
- Implement automated onboarding workflows that guide new long-tail customers through the setup process step-by-step. Use email sequences, in-app messages, or chatbots to deliver personalized onboarding guidance and support based on the customer's specific needs and preferences.
- Set up trigger-based communications to automatically reach out to long-tail customers at key milestones or touchpoints in their customer journey - check in after they've completed onboarding, reached certain usage milestones, or are up for renewal.
- Track long-tail customers' usage patterns and behaviors. Set up automated alerts or notifications to flag instances where customers may be experiencing issues or underutilizing the product.
- Implement automated surveys or feedback forms to gather insights from long-tail customers about their experiences with the product or service.
- Generate personalized product recommendations for long-tail customers based on their usage history, preferences, and behavior.
- Automate and streamline repetitive tasks and processes involved in managing long-tail customers.
Logz.io offers both competitive cash and equity compensation. We have a generous vacation policy as well as paid parental leave, health, dental, vision, retirement and commuter benefits.
In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination or harassment based on “protected categories,” Logz.io also strives to prevent other, subtler forms of inappropriate behavior from ever gaining a foothold in our company. Whether blatant or hidden, barriers to success have no place at Logz.io.
Reach out if you want to be a part of what we are building.
Logz.io’s Culture At Our Core: Companies with strong cultures & values are companies that win which is why at Logz.io we keep it simple with our Core Values & Beliefs:
- Obsess Over Customers
- Act With Courage
- Win As A Team
- Deliver Results
We care deeply about the warm, inclusive environment we’ve created and we value diversity – we welcome applications from those typically underrepresented in tech. If you like the sound of this role but are not totally sure whether you’re the right person, do apply anyway!
If this sounds like you, please join our team!
This job is no longer accepting applications
See open jobs at Logz.io.See open jobs similar to "Velocity/Scale Customer Success Engineer" General Catalyst.